IT Infrastructure Support Lead

Requirements

• Experience leading and managing an IT support team, including setting priorities, coordinating workloads, and supporting team development
• Strong understanding of IT service management processes, including ticket ownership, prioritisation, escalation, incident management, request management, and service quality
• Hands-on experience administering Microsoft Active Directory, including user accounts, groups, permissions, and Group Policy
• Proficiency administering Google Workspace, including user accounts, groups, access, and core services
• Familiarity with Microsoft Intune or a similar endpoint management platform, including device management and application deployment
• A track record of coordinating user onboarding, offboarding, and IT equipment deployment
• Background managing IT asset inventories and software licence records
• Working knowledge of infrastructure operations, including monitoring, backups, disaster recovery, and change management
• Good understanding of IT security standards and best practices
• Strong organisational skills and the ability to manage multiple priorities
• Strong written and verbal communication skills, with the ability to explain technical information clearly to technical and non-technical users
• Flexibility to work outside normal working hours when required for planned infrastructure upgrades or migrations

What We Offer

• An international team of over 600 employees spread across 7 studios around the world, each of which have their own unique qualities, and maintain a small-studio feel
• An open, collaborative environment where ideas are welcome and encouraged
• A managerial team consisting of highly experienced game developers at the top of their fields
• Sharing hobbies and passions with like-minded colleagues
• Inclusive environment with many activities organized by the studios or the employees
• Commitment to making the best game possible for the fans, including listening to community feedback

Responsibilities

• Lead and manage a team of Infrastructure Support Engineers, including performance reviews and career development
• Coordinate the daily support workload, setting priorities and assigning work across the team
• Make sure tickets and requests are correctly logged, categorised, prioritised, and assigned
• Escalate unresolved or complex issues through the appropriate channels when needed
• Oversee user onboarding and offboarding activities
• Organise the preparation and delivery of workstations, laptops, and other IT equipment
• Use Microsoft Intune for device management and application deployment across the organisation
• Maintain the global IT asset inventory
• Track software licence allocation and keep licence records accurate
• Spot recurring support issues and drive improvements to processes, best practices, documentation, and standard procedures
• Provide training and technical guidance to the Support Team on IT operational systems and procedures
• Take part in the change management process
• Support backup management, disaster recovery, and business continuity procedures
• Keep monitoring systems running to help ensure system availability and reliability
• Contribute to IT infrastructure upgrades and migrations
• Ensure the team follows IT security standards and best practices

Nice to Haves

• Exposure to infrastructure monitoring platforms
• A track record of supporting teams across multiple international locations and time zones
• Experience supporting Perforce Helix Core and P4V
• Familiarity with enterprise backup platforms
• Comfort using PowerShell or other scripting tools to automate support and administrative tasks
• Background in large-scale migration projects and operating system upgrades
• Working knowledge of Windows, Linux, and macOS environments